Quantum Fiber is changing to Brightspeed: Frequently Asked Questions

We recently announced the close of the sale of our ILEC (incumbent local exchange carrier) business in 20 states to Brightspeed. If you are a Brightspeed customer with questions, you can now contact the Brightspeed customer support team directly at 833-MYBRSPD (833-692-7773) or visit their support center at www.brightspeed.com/help.

Answers to questions about your customer experience

As of October 3, 2022, Brightspeed replaced Quantum Fiber as the service provider in 18 states. We’re here to help you through the transition. Below are answers to our most frequently asked questions.

As we work through this transition, please, be cautious of potential scammers. Do not send any personal or account information to anyone who contacts you by email or phone. Learn more about how to avoid scams >

General questions

If this transaction impacts you, we will let you know before any change happens. Brightspeed will also be reaching out to introduce themselves and provide you with more information about their company.

Please add brightspeed@notifications.brightspeed.com to your approved senders list to keep their emails from going to your spam or junk folders.

What is changing

Summary of changes beginning on October 3, 2022

No change	Change
Account number	Company name & logo on bill
Account username	Account password
Billing date & bill format	Company support site
Stored payment information	App & account management site
Current pricing & offers
Equipment

No, the process will remain the same. You will continue to receive a reminder email before the payment date, plus a receipt when your payment is processed. As of October 3, these notification emails will be sent to you from Brightspeed. The emails will have all the same information but will look a little different, as they will include the Brightspeed logo and business details.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

As of October 3, you need to use the Brightspeed customer website to manage your account on the web.

You can continue to use the Quantum Fiber app until Brightspeed notifies you that you can download their app.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

You will need to create a new password when you sign in to your new Brightspeed account for the first time. Your username, which is the email address you used when you signed up for Quantum Fiber service, will stay the same.

Watch for an email with more information from Brightspeed on when this change will happen and how to set up your new account.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

Support and account questions

Please contact the Brightspeed customer support team at 833-MYBRSPD (833-692-7773) or visit the Brightspeed Support Center at www.brightspeed.com/help

Continue using your same sign-in information until you receive a welcome email from Brightspeed prompting you to reset your password. Once you reset your password, you will then use that new password going forward. Your username, which is your email address, will not change.

Yes, Brightspeed will offer their own app for you to download and install soon. Until then, you can continue to use the Quantum Fiber app. Brightspeed will email you more details about when this change will happen.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

The transfer occurred across entire states and regions, so it isn't possible for individual households or businesses to opt out of this change.

You do have the right to choose a different provider for your telecommunication services. If you switch to a different provider, you may pay a transfer fee to that provider, and you will pay that provider’s rates.

Connected Voice questions

Yes. After you reset your account password and PIN, you will need to record your new voicemail greeting. Visit the Brightspeed support center to refer to the Connected Voice user guide.

Special circumstances

If your Quantum Fiber service is paused at the time of the transfer, your Brightspeed service will also be paused. Before your service can resume, you will need to first sign in to your new Brightspeed account and set a new password. Then you can adjust the resume date if needed; otherwise, service will resume on the date you previously selected.

About Brightspeed and the transaction

Brightspeed is a dynamic new company led by industry veterans committed to enhancing the service experience for new and existing customers and to creating a next-generation telecom and connectivity business. Brightspeed currently plans to invest at least $2 billion to build a network that will bring faster, more reliable Internet and Wi-Fi to communities throughout the Midwest, Southeast, and certain parts of Pennsylvania and New Jersey. As of closing, Brightspeed is comprised of the incumbent local exchange carrier (ILEC) assets and associated former operations of Lumen Technologies (Quantum Fiber’s parent company) across 18 states.

Lumen (Quantum Fiber’s parent company) sold parts of our business in 20 Midwest and Southeast states as follows:

Alabama, Arkansas, Georgia, Illinois, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia and parts of Wisconsin.

The transaction closed on October 3, 2022, following required approvals in the U.S. For more details on the transaction, visit our transaction FAQ page.